Ridiculous Process For Feedback Revisions
I had a buyer leave me a neutral feedback this morning that really didn't make a lot of sense. Ebay on facebook was zero help, they just said it was the buyers opinion. So I messaged the buyer to get clarification and through messaging she said that she was use to another brand so she tried the brand I had listed but doesn't know if she likes how they feel. Okay, whatever. Customer service just kept saying that the only option to get it removed was to have her revise it. So I sent her a feedback revision request after she agreed to do it through messaging. Ang guess what? She didn't receive the request. So I had to contact eBay again and was told by 2 reps that she had to contact them to help her locate it. I insisted on talking with someone higher up, I was transferred. That person said there is a known eBay sit issue impacting some sellers who send out feedback revisions and the buyers do not get them.
Great! All of that to be told it's a site issue and a bug and there is nothing I can do but they deducted it from allotted revisions. The last person I spoke with did submit it to the "back team" to hopefully just remove it since the buyer wants to revise it to a positive anyway. I mean what a mess and a bunch of hogwash.
bennotbill
·2 years agoSometimes though it is eBay's fault, and when it is they should own it.
buyselljack2016
·2 years agoThat person said there is a known eBay sit issue impacting some sellers who send out feedback revisions and the buyers do not get them.
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stock CS answers to get you off the phone run rampant.
More likely the buyer that left that feedback (product review) just could not find the revision request.
That neutral left looks like the buyer is a numpty, and not feedback that should impact selling.
Any more time wasted on it is............................ time wasted.
spreadlovelikefire
OP2 years agoI actually truly believe there is a site issue. The buyer and I have messaged back and forth several times. CS originally told me to have her check her spam/junk folder. I said "this is eBay messaging, I didn't realize there was a spam/junk folder". And CS never replied to that. I just messaged Ebay for business on facebook again and am being told there is no "known bug for feedback revision" and that if there is one that comes out that my name will be added to it. So now that is 3 conflicting stories. Would love to not have this be so difficult. Why on Earth can't the buyer just revise their own feedback? Why can't CS do it when the buyer requests it to be done? Why is eBay relying on the seller to submit a form to the buyer who doesn't receive it but then not give them the option to contact eBay with a phone number?
mr_lincoln
·2 years ago@devon@ebay
@kyle@ebay
Seems like this Seller is in a tight spot since they are fighting a site glitch and the part about the Buyer needing to contact eBay to "find" the Feedback revision form is WAY too much effort required for a "customer" ... that in my view does NOT "enhance the Buying experience" when they have to make an effort because of a known eBay site glitch.
There have been a ton of threads lately on the Feedback flow, can't eBay just turn Feedback OFF with a banner message that it is "under revision, please check back later" type message until they get all of their programming issues worked out for both the app and PCs???
kyle@ebay
Hey @mr_lincoln and @spreadlovelikefire while we can't speak on this individual situation for account security purposes, I can tell you that the vast majority of these that we look into show the revision message in the buyer's eBay messages, exactly on the date the revision was sent, and it will usually even be marked as read.
For reference, the message will say it is from eBay, and the subject will say "Seller request to revise feedback for _____(Item title)___".
It's important to remember there's always two sides to a story, and the buyer may not have any intention to revise their feedback.
@spreadlovelikefire I know it's frustrating when they agree to revise and won't, but I would recommend leaving a professional reply to the feedback, and do your best to not let it bother you any longer.
spreadlovelikefire
OP2 years agoEbay actually removed the neutral because there is indeed a bug and my account is/was affected. So eBay needs to own the bugs in the system and not blame it on the seller or the buyer. I was in constant contact with the buyer, she even called in and was told it wasn't in her inbox. If it wasn't a system issue then eBay wouldn't have removed the feedback.
kensgiftshop
·2 years agoIt's neutral and doesn't say anything bad, so I wouldn't even worry about it.
spreadlovelikefire
OP2 years agoNormally I wouldn't but the customer actually wants to change it but can't. That's the problem. Ebay's system says it sends a feedback revision form out but it doesn't.
chevymontecarlo88
·2 years agoAs a buyer, i will buy from Sellers that may have a few Neutral or Negative feedback. How they respond to the feedback is something that will also take in consideration when making a purchase. Feedback can be subjective and a lot of new users may not fully understand the process. If there are a few Neutral feedback and a negative, i will still consider buying unless the response to the feedback on their page is combative or argumentative. I may also consider messaging the seller to get a better explanation or clarification on the item if i feel unsure. Of course if there is a pattern of feedback on their page, i most likely will not purchase the item. If they have a return policy, i know i am protected as a buyer.
Good luck
buyselljack2016
·2 years agoYup, some sellers need to work on their "feedback reply" skillsðŸ˜
Sometimes silence is golden.
hartungcards
·2 years agoBeing told your problem is being submitted to the "back team" by a CS rep is Bullet Point #1 on the list of ways to hopefully get rid of you.
spreadlovelikefire
OP2 years agoOh 100%. It's insane that their system is broke but they double down on all of it and then blame the seller for wanting to protect their livelihood. This customer said she wanted to change the feedback, that she left it by mistake. Ebay doesn't care at all. Instead we both get thrown into their broken system that can't be navigated and then told the opposite of what can actually help. From a buyers perspective I can't imagine this helps eBay either. If I was this buyer I would be appalled by how this was handled.
So if it isn't removed in 3-days....I'll be back CS. And this time I won't fall for the "back team" thing again.
hartungcards
·2 years agoJust tell them you'd like to speak directly to Moe, Larry or Curly on the "back team."
spreadlovelikefire
OP2 years agoHa! I will definitely say that if/when I call back. Just getting to talk to someone on the selling side is hard enough, let alone having a buyer do it.
ittybitnot
·2 years agoAnd this time I won't fall for the "back team" thing again.
@spreadlovelikefire
LOL...don't forget either that 'someone will contact you in 24-72 hours' is the code phrase for NEVER.